Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves under mounting pressure to show the return on their investments (ROI) in the practice. So Forrester built a Total Economic Impact™ (TEI) model to help. It quantifies the value of design thinking and empowers practitioners to form a compelling business case. In this episode, we explain what we mean by “design thinking” and overview our findings from the model. For starters, design thinking delivers an average ROI of 85%. Individual project ROIs can be even higher.

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* The ROI Of Design Thinking: Part 1, Overview

Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves under mounting pressure to show the return on their investments (ROI) in the practice. So Forrester built a Total Economic Impact™ (TEI) model to help. It quantifies the value of design thinking and empowers practitioners to form a compelling business case. In this episode, we explain what we mean by “design thinking” and overview our findings from the model. For starters, design thinking delivers an average ROI of 85%. Individual project ROIs can be even higher.

Click the title below to read more:

* The ROI Of Design Thinking: Part 1, Overview

Many customer experience (CX) pros believe customer success management (CSM) only applies to a subset of businesses (e.g., SaaS). This is not true. CSM’s mission — ensure the customer gets value — is important to all businesses. In this episode, Principal Analyst TJ Keitt explains the basic tenets of the discipline and how to apply them to any business.

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* Every Business Should Master Customer Success Management To Boost Customer Loyalty

Many customer experience (CX) pros believe customer success management (CSM) only applies to a subset of businesses (e.g., SaaS). This is not true. CSM’s mission — ensure the customer gets value — is important to all businesses. In this episode, Principal Analyst TJ Keitt explains the basic tenets of the discipline and how to apply them to any business.

Click the title below to read more:

* Every Business Should Master Customer Success Management To Boost Customer Loyalty

Prioritizing inclusive design helps companies win and retain more customers, break into new markets, and get employees more engaged. But what does inclusive design look like in practice? In this episode, Principal Analyst Gina Bhawalkar discusses best practices for infusing accessibility into research and design practices — a topic she’ll be covering in greater depth today at Forrester’s CX SF event.

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* The Inclusive Design Imperative: Win And Retain More Customers

Prioritizing inclusive design helps companies win and retain more customers, break into new markets, and get employees more engaged. But what does inclusive design look like in practice? In this episode, Principal Analyst Gina Bhawalkar discusses best practices for infusing accessibility into research and design practices — a topic she’ll be covering in greater depth today at Forrester’s CX SF event.

Click the title below to read more:

* The Inclusive Design Imperative: Win And Retain More Customers

Perception, with all its nuances, is often misunderstood. And yet, it’s core to the very definition of “customer experience” — customers’ perceptions of their interactions with a company. In this episode, Forrester Analyst Kelly Price helps us understand the dynamics of customers’ perceptions and how to account for their complexity in structuring customer research — a glimpse of what’s to come from Kelly’s upcoming speech at Forrester’s CX SF 2019.

Click here to register for CX SF 2019.

$500 Promo Code: CXCASTSF

October 17–18

 

Click the title below for relevant research:

* High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

Perception, with all its nuances, is often misunderstood. And yet, it’s core to the very definition of “customer experience” — customers’ perceptions of their interactions with a company. In this episode, Forrester Analyst Kelly Price helps us understand the dynamics of customers’ perceptions and how to account for their complexity in structuring customer research — a glimpse of what’s to come from Kelly’s upcoming speech at Forrester’s CX SF 2019.

Click here to register for CX SF 2019.

$500 Promo Code: CXCASTSF

October 17–18

 

Click the title below for relevant research:

* High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

For our bicentennial, we’re reflecting on the biggest themes of the podcast. We discuss the evolution of customer and user experience practices; the greatest challenges that persist; and we lay out the strategic work that firms have yet to master.

For our bicentennial, we’re reflecting on the biggest themes of the podcast. We discuss the evolution of customer and user experience practices; the greatest challenges that persist; and we lay out the strategic work that firms have yet to master.